Service dogs still a novelty for many businesses

HUNTSVILLE, Alabama -- When Sam Volz tried to take his new service dog into a local post office and a Huntsville restaurant, he was stopped at both doors by management.

It may be understandable that the managers were skeptical. Sam is a typical, healthy-looking teenager who enjoys playing racquetball and going fishing. But he suffers from epileptic seizures and because of his disability, he is now the owner of a service dog.

Sam is estimated to be one of more than 50,000 people in the U.S. using canines for assistance with their disabilities said Jennifer Arnold, founder and executive director of Canine Assistants which provided Sam with his golden retriever, Sippi, March 30. "This includes guide dogs, signal dogs, assistance dogs, psychiatric dogs, and medical detection dogs."

However, while service dogs are becoming more commonplace, they are still considered a novelty in many areas. Business owners and managers are often unaware of the laws allowing access for the four-legged helpers.

Canine Assistants, based in Alpharetta, Ga., since 1992, makes sure the recipients of the dogs are fully aware of their rights. They provide instruction on how to handle businesses which attempt to deny them access.

"First, we ask that they keep their ID capes on at all times when in public so that their dog is clearly identifiable as a service dog," said Arnold. "Then we give them a copy of both the applicable state law and the ADA (American Disabilities Act).

"Sometimes just giving people a copy of the law is enough to resolve access issues. If not, we suggest they contact the Justice Department for ADA compliance assistance. Most places are quite accommodating to those who use wheelchairs, but our recipients who have seizure response and diabetes dogs can have a difficult time because their qualifying disabilities aren't always apparent."

The Volz family's lives were dramatically altered with the arrival of Sippi. She was trained to assist Sam by alerting his mother when he has a seizure, and also should be able to detect them ahead of time as the two bond over the next few months.

"It has changed our lives," said Lisa. "I don't worry as much as I previously did."

"This has brought more peace to our family," said Sam, who is accompanied by Sippi virtually everywhere he goes, including church. "I always have a friend with me."

The fact they were stopped from at the Post Office especially concerned Lisa.

"We tried to go into the Post Office on Governors Drive and a lady didn't want to let Sippi in, but I told her it was the law so she finally let us in," said Lisa. "We also had trouble with the people at Zaxby's on North Parkway allowing us in, but the Zaxby's in Jones Valley was great."

Lisa eventually was able to convince managers at both the Post Office and Zaxby's that Sippi was a legitimate service dog and had a right to be there.

When contacted about the situation, the U.S. Post Office took immediate steps to address the matter.

"We apologize for the misunderstanding and are reissuing communications with ADA information on service animals to all Alabama District employees," wrote Debra Fetterly, communications program specialist with the Alabama and South Florida districts of the U.S. Post Office.

Fetterly emailed that service dogs aren't required to wear any specific identifying gear, including vests, although many owners choose to do so in order to make access easier and avoids many questions and confrontations.

"It is illegal to ask for any special identification from service dog partners," wrote Fetterly. "Some carry ID cards, and may present them voluntarily, but this also is not required. You may not ask for 'proof' or certification of the dog's training as a condition of entry into the Post Office."

The Times also contacted Zaxby's on North Parkway about the incident and a manager, Tabitha Blankenship, said she was not aware of the law, but they have taken steps to rectify the situation.

She was on duty when the Volzes attempted to enter Zaxby's and questioned them about the dog.

"I did not know about service dogs being allowed in restaurants and I have a disability myself," said Blankenship. "I had never encountered that situation and did not know what to do. But once it was explained to us that the dog had a right to be there, we allowed them in and didn't have any more problems.

"We do welcome all people with disabilities and their service dogs."

Also receiving a Canine Assistants dog on March 30 was another Huntsville teenager, Emma Foxall, who suffers from arthrogryposis, a form of muscular dystrophy, and is confined to a wheelchair.

Sam and Emma are the first Alabama recipients of a service dog from Canine Assistants. Each had been on the waiting list for more than three years.

The dogs, worth more than $20,000 each, are given to the client at no charge and even vet care is provided for the life of the dog. When a Canine Assistants dog dies or becomes unable to perform, the dog is replaced by another. Both Sam and Emma received dogs compliments of Sam's Club and Milk Bone, which paid for the dogs and their training.

Sam had actually met Sippi several months ago when she and a Canine Assistants representative attended a presentation of a certificate to the Volz family for a dog which was held at the Sam's Club on University Drive. The two seemed to have clicked immediately.

"It is amazing how attentive Sippi is to him," said Lisa. "She's like an umbilical cord and never leaves his side. My face is hurting from smiling so much."